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Virtual call center system and virtual call method

A virtual call center system technology, applied in the field of communication, can solve the problem that the call center is not suitable for small and medium-sized enterprises, and achieve the effect of reducing enterprise cost investment, enhancing competitiveness, and lowering the threshold

Inactive Publication Date: 2009-11-18
NANJING ZHONGXING XIN SOFTWARE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] From the above analysis, the existing traditional call center is not suitable for small and medium enterprises

Method used

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  • Virtual call center system and virtual call method
  • Virtual call center system and virtual call method
  • Virtual call center system and virtual call method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0042] The specific implementation manners of the present invention will be described in detail below with reference to the accompanying drawings.

[0043] figure 1 A structural diagram of a virtual call center system according to an embodiment of the present invention is shown. The call center system includes:

[0044] The virtual call center business module 102 is used for user access and connection with agents. After users enter the virtual call center business, they apply for queuing to the queuing service module. Make a call to the corresponding registration number. After the call is successful, the user and the service agent start talking. The virtual call center business module also completes the self-service of the agent. The agent can maintain his service status anytime and anywhere through the virtual call center service, including registration and Bind an arbitrary phone terminal to start the service and unbind the bound phone to end the service.

[0045] The queui...

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Abstract

The invention provides a virtual call center system, which includes: a virtual call center service module, used for user access, connecting calls returned by the queuing service module according to transfer rules, and performing self-service for agents; The queuing service module is used to maintain the registered phone status corresponding to the seat, realize the queuing of users and feed back the queuing results to the virtual call center business module; the self-portal and background management module is used for the unified management of the virtual call center system; and the database, It is used to record business information, and provide registration number information of agents used for initialization for the queuing service module. The invention also provides a virtual calling method. The system and method of the invention can greatly reduce the threshold for an enterprise to establish a call center, reduce the cost input of the enterprise, and enhance the competitiveness of the enterprise.

Description

technical field [0001] The invention relates to the communication field, in particular to a virtual call center system and a virtual call method. Background technique [0002] The call center is an interactive value-added service system based on telephone, fax machine, computer and other communication and office equipment. Customers obtain the information or services they need with the help of system IVR (Interactive Voice Response, Interactive Voice Response) voice navigation or artificial seats. At present, the call center solution with CTI (Computer Telephony Integration) technology as the core and the close integration of computer network and communication network has gradually replaced the traditional solution with PC board as the core, and has become the so-called third-generation call center solution. center. [0003] At present, some large enterprises have established their own call centers as a window for enterprises to provide external services, and provide good ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M3/51H04Q3/64
Inventor 汤奎
Owner NANJING ZHONGXING XIN SOFTWARE CO LTD
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